Delivery & Returns

Delivery within the United Kingdom:

Free standard delivery on orders over £10 (£1.95 otherwise). Our standard delivery is normally Royal Mail 1st Class. The warehouse can choose to upgrade the order to a courier.

Getting your order to you swiftly and safely is of upmost importance to us. That’s why we entrust our deliveries to the Royal Mail and other carefully selected couriers. We would expect to process and dispatch most orders in 2-3 days and in any case no more than 5 days. We will notify you by email to let you know when your order has been dispatched. After the dispatch confirmation email has been received we estimate most deliveries will be the next working day.

Worldwide Delivery to All Countries:

Worldwide delivery starts at £3.95; delivery cost is based on the weight and volume of your order. Prior to placing an order the best way to see how much it will cost to deliver is to add items to your shopping cart, where the delivery charge will be calculated for your particular order and destination country combination. It is most important to us that you get your order safely and in the shortest time possible. That’s why we use international services made available by Royal Mail and other leading global couriers. We usually process and dispatch most orders in 2-3 days and in any case no later than 5 days. When your order has been dispatched you will get a notification email, we estimate that most orders for European countries should be delivered within 5 days from the dispatch date and up to 10 days for the rest of the world.

Orders dispatched to countries outside the European Union may be subject to customs and import duties upon arrival in the destination country. We are unable to predict such charges and are not responsible for any additional charges that may be levied for customs clearance. Customs policies may vary widely from country to country; for further information you may want to contact your local customs office.

Returns

We do our best to ensure that all our customers have the most enjoyable shopping experience. We hope that you will be happy with everything that you buy from us, but understand sometimes you may have second thoughts and would like to return items for refund. You may return items you have purchased from us in any of the circumstances below.

If we ever get your order wrong…

We do not often get orders mixed up however if you receive items which do not match those that you ordered you should contact us within 14 days to arrange collection and return. You will be given the option to have the incorrect items replaced with those ordered or to be refunded. We are responsible for the cost of collecting the wrong order and resending the correct order. The goods should be returned to us in their original condition including the product packaging and documents, it is ok if the packaging has been opened in this case.

If your order is visibly damaged on arrival…

To ensure that you get your order safely and undamaged we carefully pack and check all orders before handing over to the Royal Mail or another trusted courier for delivery to you however despite this there is a small chance of orders getting damaged during transit. If you discover that your goods are visibly damaged on arrival you should either write on the delivery note (if available) that goods have been damaged or refuse to accept the delivery. To arrange the collection and return of damaged goods you will need to contact us within 14 days. You will be given the option of having the goods replaced or to be refunded. We will be responsible for the cost of collecting the damaged goods and the delivery of any replacement.

If a product is faulty…

Sometimes even the best quality products can have faults. If you receive any products that do have faults at the time of delivery you should contact us within 14 days to arrange collection and return. You will be given the option to either have a replacement sent or to be refunded. We will be responsible for the cost of returning faulty goods to us and the delivery of a replacement. You may be entitled to a replacement but not a refund up to 21 days after you take delivery of any product that has become faulty. To have such a replacement sent you will need to contact us within the 21 day period to arrange collection and return. Provided that the fault was not caused by mistreatment, a replacement will be dispatched at no additional cost to you. If a product becomes faulty beyond 21 days from delivery but within the warranty period, you will be entitled to have it repaired or replaced under the terms of that warranty. To have goods repaired or replaced under their warranty you will need to contact the manufacturer directly.

When will I receive my refund or replacement?

Refunds will be made to the original payment method that you used when placing an order within 14 days and in any event no later than 30 days after receipt of returned goods and replacements will be issued when goods have been returned to us.

Statutory right to a “Cooling off period”

If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 days after the goods have been delivered to you. If your order is delivered to you in instalments the 14 day period starts on the day that you get the final instalment. If you change your mind about the goods during this time you should inform us within 14 days of receipt. Goods must be returned to us no later than 14 days from the day you inform us that you wish to return the goods. If you are returning goods for this reason you will be responsible for paying the return charge. Refunds will be made within 14 days and in any event no later than 14 days after you inform us that you wish to cancel under this provision and will include standard delivery charges.

We may not be able to accept returns under the cooling off period of the following types of goods and/or taking into account the following circumstances:

 

  1. Goods made to your specifications or that have been personalised;
  2. Goods which are liable to deteriorate or expire rapidly;
  3. Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;
  4. Goods which are, after delivery, according to their nature, inseparably mixed with other items;
  5. Goods consisting of audio or video recording or computer software (including games) in sealed packaging where the seal has been broken after delivery.
  6. Any use or enjoyment that you may have already had out of the goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop). You may return goods with packaging that has been opened as long as parts 3 or 5 above do not apply and in any event the opening of delivery packaging is acceptable.